Returns and Refunds

Return Policy

Please note that we cannot accept returns for personal reasons.

Items that cannot be returned or exchanged

  • Subjective aspects such as the smell and feel of the material
  • Items that have individual differences due to washing or distressing
  • There may be pen marks, loose threads, or slight stitching errors that occur during the manufacturing process.
  • If there are minor stains or scratches on the lining or other areas that cannot be seen, but still no problems with use
  • For footwear products, minor scratches, stains, excess adhesive, etc. that occur during the manufacturing process.
  • If the buttonholes are not open (some products are shipped with the buttonholes not opened to ensure that they are new).
  • For select brands, if the tag is different from the brand name or if the tag is missing
  • When it is judged to be within the range of individual differences of the product
  • Minor marks from the manufacturing process (which will come off with washing)
  • About loose threads (thread ends)
     Regarding loose threads on the product, if the loose threads do not cause holes when pulled, there is no problem with the product itself. We ask that you cut off the loose threads with scissors before using the product.
  • Product size and color may vary slightly
  • Products that have been worn even once
  • Inquiries made more than 7 days after arrival
  • If you do not return the item within the deadline specified by our company after making an inquiry

    • In the case of defective products excluding the above, we will confirm the defective product using the attached photo in the email sent within 7 days of arrival and then refund the defective product.

    *If you do not receive a reply within 3 business days, please contact us again.

    Please make sure that you can receive emails from the following domains, as emails may not be delivered properly due to spam restrictions imposed by domains.

    info@mush-wear.com

    Depending on the email service, email software, or antivirus software, emails may be recognized as spam and not delivered correctly.
     (Especially for users of free email services such as Hotmail)

    In this case, please check your spam folder or check the settings of your service or software.

    The email format is as follows:

    *Please send the following information by email within 7 days of receiving the product.

    ・Name
    ・Home address
     Email
     -Product name and number
    ・Photo of the defective part (please be sure to attach a photo of the defective part)
     - Order number (listed in the order confirmation email sent to you)

    After you contact us, the process will be as follows:

    1. Email reception
      ・Receiving inquiries by email from customers via the customer support team
      ・If any information is insufficient, we may ask you to provide more photos, etc.
       We will contact you within 3 business days to confirm receipt of your inquiry.
    2. Brand Verification
      ・Contact the customer and simultaneously convey the information received from the customer to the brand
      ・The person in charge will check with the brand and decide how to respond.
      *       If you wish to exchange an item, we may not be able to accommodate your request depending on the brand's inventory situation.
    3. Guidance on response
      ・Inform customers about how to proceed ・Inform them about procedures such as return
      *Due to the brand's business days, it may take up to 4 business days for us to contact you to decide on a course of action.
    4. (In case of exchange)
      ・Customer returns the product ・Brand reships the correct product
    5. (In case of refund)
      ・We will refund you after confirming the returned item.